Satisfied customers through connected journeys
Maintaining customer relevance in this complex and changing environment means adapting your business model to a value-based approach. We have the expertise to help you deliver value through improved customer experiences. We work across all touchpoints, from digital self-service and contact centers, through to front line face-to-face and partial and fully automated AI/robotic interaction. We help enable an employee and customer centric business strategy, across the full customer experience lifecycle, end-to-end management, and support approach. All delivered through our powerful and intelligent business and IT consulting engagement methodologies.
Our approach to your connected customer
Creating consistent and connected customer journeys is challenging. However, a clear customer experience strategy creates trust and loyalty among customers and employees, improving business performance. We have the expertise to help you to define your challenges and required outcomes. Develop and design your required customer experience capabilities, and finally deploy your connected customer journeys:
- Understand your customers by adopting an experience-centric business strategy, supported by strong customer analytics.
- Personalize your customer experience through innovative insight frameworks, with marketplace and CRM capability.
- Engage customers with appropriate connected omnichannel solutions.
- Automate using advanced process workflow automation, robotics and AI.
- Optimize your performance with workforce optimization and employee engagement.
Understand initially your ‘current and target state’ customer experience maturity, and how to develop it with a clear roadmap for tangible ambition. Continually understand your customer with the right analytics and data management capabilities. We bring all your platforms and locations together, providing you with analytical capability to drive your customer experience strategy.
Personalize your customer’s digital and physical experience. We help you create an intuitive customer experience across all channels, devices and touch points. Our advisory expertise, intelligent platforms and leading AI modelling and automation, helps deliver excellent service to retain customers and create agile sales and marketing opportunities.
Engage our omnichannel optimization capabilities to map your customer journey’s across all channels. Using business insight and innovative thinking, our value-based approach helps you to quantify the impact of AI and automation and understand the true potential of the channel to your customers, employees and business. We are able to help you create your own omnichannel vision and how to realise it
Automate your customer and employee experience. We have capabilities in attended and self-service agents, robotic process automation, AI and ML and automated knowledge management along your end-to-end intelligent automated process environment. Ensure you can quantify the value of AI and automation in your business case, balancing the blend between automaton and your employees. We can assist you with customer experience automation development advisory services, and design and delivery of customer experience automation in harmonized customer journeys.
Optimize your workforce by communicating and collaborating with them in real-time. Our digital workforce optimization and maturity advisory capabilities help you with employee engagement, defining the changing role of people in supporting customers, workload balancing and skills management, supported workflow, agent & face to face desktop and collaboration, contact recording and workforce, performance and quality management.
Our approach to your customer experience journey helps define the challenges that you face. Gain key global trends through our Global CX Benchmarking report, helping design a tailor-made approach and solutions for you. We develop the best-fit technologies and delivery models to help you either deploy your solution or operationalize it through our Managed Service approach. Above all else, we deliver a compelling, engaging and sustainable customer experience strategy with robust delivery capability to make it happen.